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To set up Dynamics 365 for Outlook on a user’s computer, you need to install the software, and then configure it. This topic describes how to set up and configure Dynamics 365 for Outlook, and also how to enable multi-factor authentication (MFA) through OAuth. Using MFA can help make client authentication more secure, especially for mobile users.

For information about installing Dynamics 365 for Outlook at a command prompt (silent installation), see Install Microsoft Dynamics 365 for Outlook using a Command Prompt.

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  1. Sep 10, 2013 We are frequently asked if it’s possible to run Microsoft Dynamics CRM on a MAC OS X device. Following are several options to accomplish this: Remote Desktop Services (formerly known as Terminal Services) or Citrix – This option allows users (including those running MAC OS X) to access and run Windows based applications installed on a remote.
  2. Jul 12, 2015 Microsoft Dynamics CRM Forum. The standard outlook client does not run within outlook on the Mac - but you can use the new Dynamics CRM App through the outlook web.

May 03, 2012  Latest version of CRM supports other browsers, but I don't think that your company uses CRM online but instead the onpremise version (this because you are connection with terminal services, if was online you just open a browser and digit the XXX.crm.dynamics.com url), So the 'problems' are.

For information about installing Dynamics 365 for Outlook using System Center Configuration Manager (SCCM), see the download Use SCCM to install Dynamics 365 for Outlook.

Important

  • You can’t install Dynamics 365 for Outlook on a computer running Microsoft Exchange Server.
  • Tracking activities is not supported when Dynamics 365 App for Outlook and Dynamics 365 for Outlook are used together by the same user.

Install Dynamics 365 for Outlook

You can add offline capability for the user either during this installation or at a later time.

Tip

If you encounter an issue installing, connecting, or enabling Dynamics 365 for Outlook with your Customer Engagement organization, use the Microsoft Support and Recovery Assistant to diagnose and fix the issue. You’ll need to sign in to the diagnostics tool with your Customer Engagement credentials.

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  1. Meet the Dynamics 365 for Outlook requirements specified in Microsoft Dynamics 365 for Outlook hardware requirements and Dynamics 365 for Outlook support matrixes.

  2. Log on to the computer as a local administrator.

  3. Make sure that the latest Microsoft Office updates are installed, including all security updates. To verify, visit Microsoft Update.

  4. Locate and run the appropriate installation file by choosing one of the following methods:

    • To install from the web (version 8.x), go to Microsoft Dynamics CRM 2016 for Microsoft Office Outlook (Outlook Client), and then download and run the executable file that matches the installed Microsoft Office architecture.

    • To install from the web (version 9.0), go to Dynamics 365 apps for Outlook, version 9.0 (Outlook client), and then download and run the executable file that matches the installed Microsoft Office architecture.

      Note

      If you have updated your Dynamics 365 apps organziation to version 9.0 and the Dynamics 365 for Outlook client does not connect then you may need to install TLS 1.2. For more information, Install TLS.

  1. On the License Agreement page, review the information. If you accept the license agreement, select I accept the license agreement, and then click Next.

  2. If the Get Recommended Updates page appears, indicate whether you want to obtain updates through the Microsoft Update program, and then click Next.

    Note

    Microsoft releases improvements to Dynamics 365 for Outlook as software updates. If you click Get Recommended Updates, those updates will be installed automatically. The exact level of automation, for example, whether any user interaction is required during the installation, is determined by the group policy of your organization.

  3. Click Install Now or Options.

    • To install Dynamics 365 for Outlook with offline capability, click Options, select Offline Capability on the Customize Installation page, and then click Install Now. Although offline capability lets you run Dynamics 365 for Customer Engagement without a network or Internet connection, it does require the installation of additional technologies and places more demand on your computer’s processor and memory. For more information about the minimum recommended requirements, see Microsoft Dynamics 365 for Outlook hardware requirements.

    • To install Dynamics 365 for Outlook without offline capability, click Install Now.

    Important

    If you don’t install offline capability at this point, the user will initially have no offline capability. If you click Install Now, the Outlook user can add offline capability later by clicking Go Offline in Outlook.

    The program features are installed and a progress indicator is displayed. You may be asked to restart your computer to complete the installation.

  4. On the completion page of the Microsoft Dynamics 365 apps for Microsoft Office Outlook Setup wizard, click Close.

Configure Dynamics 365 for Outlook

After Dynamics 365 for Outlook is installed, it must be configured. When you restart Outlook after you’ve installed Dynamics 365 for Outlook, the configuration wizard starts automatically.

Note

If you don’t want to configure Dynamics 365 for Outlook immediately after you install it, click Cancel. A Configure Microsoft Dynamics 365 for Outlook button then appears on the Outlook toolbar and will remain there until you configure Dynamics 365 for Outlook.

If the wizard doesn’t start automatically, you can start it as follows: On the Start screen, click Configuration Wizard or on earlier versions of Windows click Start > All Programs > Microsoft Dynamics 365 apps, and then click Configuration Wizard. Alternatively, click Configure Microsoft Dynamics 365 for Outlook on the Dynamics 365 apps tab in Outlook.

If you encounter an issue configuring Dynamics 365 for Outlook with your Customer Engagement organization, use the Microsoft Dynamics CRM for Outlook Configuration Diagnostic to fix the issue. You’ll need to sign in to the diagnostics tool with your Customer Engagement credentials.

  1. To add an organization, choose one of the following:

    • To connect to a Dynamics 365 for Customer Engagement organization, choose **Dynamics 365 apps ** from the drop-down list.

  2. Click Connect.

    If you are prompted for credentials, select from the following options.

    • For a Dynamics 365 for Customer Engagement organization, enter your Microsoft Online Services user name and password, and then click OK. This information should have been sent to you in email when your account was added.

  3. Click Close.

  4. If you’re a member of more than one organization, restart the Configuration Wizard to designate a different organization as your current organization.

Enable multi-factor authentication through OAuth

In the Microsoft Dynamics 365 for Outlook Configuration Wizard, System Administrators can enable multi-factor authentication through the OAuth 2.0 Framework. OAuth 2.0 is an open framework for authorization that lets users provide access tokens, instead of credentials, to access data hosted by a given service provider (such as Dynamics 365 apps). Using MFA can help make client authentication more secure, especially for mobile users. Dynamics 365 apps versions of Dynamics 365 for Customer Engagement can take advantage of MFA. Customer Engagement automatically uses OAuth.

If you have upgraded your authentication server to use OAuth prior to installing Dynamics 365 for Outlook, Dynamics 365 for Outlook will automatically check for and use OAuth for MFA. Users will see the OAuth sign-in form the first time they use Dynamics 365 for Outlook.

If you upgrade your authentication server to use OAuth after rolling out Dynamics 365 for Outlook, you have two options to set Dynamics 365 for Outlook to use OAuth.

  1. Reconfigure Dynamics 365 for Outlook on all computers. Run the Microsoft Dynamics 365 for Outlook Configuration Wizard and remove and re-add your organization.

    -- OR --

  2. Use Group Policy to update the following registration key:

    HKEY_CURRENT_USERSoftwareMicrosoftMSCRMClient{orgid}.

    Set AuthenticationProvider to 0

    After the registry change, Dynamics 365 for Outlook will automatically check for and use OAuth for MFA.

    In addition

    You might need to enable the following AD FS endpoint: /adfs/service/trust/13/windowstransport Favorites missing microsoft word save mac os.

    For information on enabling an endpoint, see Sign in to Office 365, Azure, or Intune fails after you change the federation service endpoint.

See Also

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People can use Dynamics 365 App for Outlook to tap the power of Dynamics 365 apps while using Outlook on the desktop or web. For example, view information about email or appointment recipients, or link an Outlook email or appointment to a Dynamics 365 apps record such as an opportunity, account, or case. To learn more about what Dynamics 365 App for Outlook offers, see the Dynamics 365 App for Outlook User's Guide.

Important

Dynamics 365 App for Outlook isn’t the same thing as Dynamics 365 for Outlook. As of the December 2016 Update for Dynamics 365 (online and on-premises), Dynamics 365 App for Outlook paired with server-side synchronization is the preferred way to integrate Dynamics 365 apps with Outlook. Note that tracking activities is not supported when Dynamics 365 App for Outlook and Dynamics 365 for Outlook are used together by the same user. For information on the Dynamics 365 for Outlook add-in, see the Dynamics 365 for Outlook User’s Guide.

Delegated users can not use Dynamics 365 App for Outlook to track emails. We suggest using folder-level tracking or automatic tracking for delegated users.
There are two ways to install Microsoft Office: using a Windows Installer (MSI) version or a Click-to-Run (C2R) version of Office. You might have issues accessing Microsoft Dynamics 365 apps in the Add-ins area of Outlook if you don't have the necessary updates for your installation version. For more information, see Issue when trying to access Dynamics 365 apps within the Add-ins area of Outlook.

Comparing Dynamics 365 App for Outlook with Dynamics 365 for Outlook

The following table compares Dynamics 365 App for Outlook features with Dynamics 365 for Outlook (also known as the Outlook client or add-in) as of the December 2016 Update for Dynamics 365 (online and on-premises).

FeatureDynamics 365 App for OutlookDynamics 365 for Outlook
Track and set regarding for emailYesYes
Track and set regarding for appointmentsYesYes
Track and set regarding for contactsYesYes
Track and set regarding for tasksNoYes
One click set regardingYesNo
Shows recipients' summaryYesNo
Shows the regarding record summary in the email/appointmentYesNo
Works with Outlook on the webYesNo
Works with Outlook desktopYesYes
Works with Outlook for the MacYesNo
Works with phonesYesNo
Open and create Dynamics 365 apps record directlyYesYes
Apply custom forms and business logicYesYes
Work offlineNoYes
Apply email templatesYesYes
Apply sales literatureYesYes
Apply knowledge articlesYesYes
Ability to monitor emails after sendingYesNo
Sort, filter, format, group, and categorize viewsNoYes
Create Word mail-merge documentsNoYes

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Requirements

The following are required to use Dynamics 365 App for Outlook:

  • Dynamics CRM Online 2016 Update, or December 2016 Update for Dynamics 365 (online and on-premises)

  • Synchronization of incoming email through server-side synchronization. More information:Set up server-side synchronization of email, appointments, contacts, and tasks

  • Required privileges as described below

Note

Supported configurations and requirements for Dynamics 365 features are listed throughout our documentation. Specific configurations not documented should be considered unsupported.

Required privileges

Dynamics 365 apps provides access to Dynamics 365 App for Outlook through the Use Dynamics 365 App for Outlook privilege. If a user doesn’t have this privilege, they’ll receive the following error:

“You haven't been authorized to use this app. Check with your system administrator to update your settings.”

Users must also have read/write privileges for the following entities.

Business Management tab:

  • Mailbox

Customization tab:

  • Entity

  • Field

  • Relationship

  • System Application Metadata

  • System Form

  • User Application Metadata

  • View

Set the privileges for a security role

  1. Go to Settings > Security.

  2. Click Security Roles.

  3. Choose a security role, and then click the Business Management tab.

  4. In the Entity section, review the Mailbox privileges settings. The security role should have User or higher settings.

  5. In the Privacy Related Privileges section, verify that Use Dynamics 365 App for Outlook is set to Organization. If not, click Use Dynamics 365 App for Outlook.

Supported configurations with Microsoft Exchange

As of the December 2016 Update for Dynamics 365 (online and on-premises) you can use the app with any combination of Customer Engagement or Customer Engagement (on-premises) and Exchange Online or Exchange Server (on-premises), including hybrid configurations. This means you can use Dynamics 365 App for Outlook in any of the following configurations:

Customer EngagementExchange Online
Customer EngagementExchange Server (on-premises), version 15.0.1236.3.32 (Cumulative Update 14 for Exchange Server 2013) or greater
Customer Engagement (on-premises)Exchange Server (on-premises), version 15.0.1236.3.32 (Cumulative Update 14 for Exchange Server 2013) or greater
Customer Engagement (on-premises)Exchange Online

Note

If you use Customer Engagement (on-premises), you'll need to authenticate with IFD authentication as described below.

Supported browsers for Outlook on the web

You can use Dynamics 365 App for Outlook with Outlook on the web on the following browsers:

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  • Internet Explorer 11, or Microsoft Edge

    The following configuration is supported:

    • Protected Mode is enabled for Internet security zone. To enable Protected Mode: in IE 11, go to Tools > Internet options > Security tab > Internet.

    • Protected Mode is enabled for Local intranet security zone. To enable Protected Mode: in IE 11, go to Tools > Internet options > Security tab > Local Internet.

    • Your Dynamics 365 URL is in the Local intranet security zone list of trusted websites. In IE 11, go to Tools > Internet options > Security tab > Local intranet > Sites > Advanced.

  • Google Chrome (latest version) on Windows

  • Firefox (latest version) on Windows

  • Apple Safari (version 9 or version 10) on Mac or on OSX

Supported operating systems for Outlook on the desktop

You can use Dynamics 365 App for Outlook on these versions of Outlook for the desktop:

  • Outlook 2013 and Outlook 2016.

  • Outlook for Mac.

Exchange Server version 15.0.1236.3.32 (Cumulative Update 14 for Exchange Server 2013) or greater is required.

Supported mobile devices

You can use Dynamics 365 App for Outlook with Outlook on the web in the mobile browser on any of the following phones and operating systems:

  • Apple iPhone devices running iOS version 8, 9, or 10.

  • Android phones running Android 4.4 (KitKat) or 5.0 (Lollipop), 6 (Marshmallow), or 7 (Nougat).

  • Windows Phone devices running Windows 8.1 or Windows 10.

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Supported clients per feature

The Dynamics 365 App for Outlook features supported depend on the client you're running. The following table summarizes which features are supported for each client/configuration of Customer Engagement and Exchange.

(1) Outlook on the web supports Internet Explorer 10, Internet Explorer 11, Microsoft Edge, Safari 9, Safari 10, Firefox, and Chrome.

(2) Mobile Outlook on the web supports Windows 8.1, Windows 10, iOS 8, iOS 9, iOS 10, Android KitKat (4.4), Android Lollipop, Android Marshmallow, and Android Nougat.

(3) Tracking email in compose mode and tracking appointments requires Exchange Server 2013 CU14 or Exchange Server 2016.

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(4) Tracking contacts is supported only on Exchange Server2016 CU3 and Outlook 2016 16.0.6741.1000 and later.

(5) Adding email templates, Knowledge Management articles, and sales literature is not supported in Mobile Outlook on the web.

(6) Supported only on Outlook 2016 16.0.7426.1049 and later.

(7) Supported only on 16.0.6741.1000 and later.

(8) Supported on iPhones 6S or higher, with iOS 8 or higher.

Supported servers

The server requirements for using Office Add-ins are Exchange Server 2013, Exchange Server 2016, or Exchange Online.

Supported languages

Dynamics 365 App for Outlook supports the following languages:

Bulgarian (Bulgaria) - 1026Hindi (India) - 1081Portuguese (Portugal) - 2070
Chinese (People's Republic of China) - 2052Hungarian - 1038Romanian - 1048
Chinese (Taiwan) - 1028Indonesian - 1057Russian - 1049
Croatian (Croatia) - 1050Italian - 1040Serbian - 2074
Czech (Czech Republic) - 1029Japanese - 1041Slovak - 1051
Danish - 1030Kazakh - 1087Slovenian - 1060
Dutch - 1043Korean - 1042Spanish - 3082
English - 1033Latvian - 1062Swedish - 1053
Estonian - 1061Lithuanian - 1063Thai - 1054
Finnish - 1035Malaysian - 1086Turkish - 1055
French - 1036Norwegian - 1044Ukrainian - 1058
German - 1031Polish - 1045Vietnamese - 1066
Greek - 1032Portuguese (Brazil) - 1046

Deploy Dynamics 365 App for Outlook

After setting up server-side synchronization and setting the required privileges, you can push Dynamics 365 App for Outlook to some or all users, or you can have users install it themselves as needed.

Note

If you're on Dynamics 365 (on-premises), see the section below: To deploy to Dynamics 365 apps (on-premises) users

To push the app to users

  1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

    Check your security role

    • Follow the steps in View your user profile.

    • Don’t have the correct permissions? Contact your system administrator.

  2. Go to Settings > Dynamics 365 App for Outlook.

  3. In the Getting Started with Dynamics 365 App for Outlook screen, under Add for Eligible Users (you may have to click Settings if you’re opening this screen for the second or subsequent time), select the Automatically add the app to Outlook check box if you want to have users get the app automatically. If a user has the required privileges and email is synchronized through server-side synchronization, you won’t have to do anything more to push the app to them. For example, if you add the required privileges to the Salesperson role, and then assign this role to a new user, they’ll automatically get the app.

  4. Do one of the following:

    • To push the app to all eligible users, click Add App for All Eligible Users.

    • To push the app to certain users, select those users in the list, and then click Add App to Outlook.

    Tip

    If the list shows that a user is pending or hasn’t been added, you can click the Learn more link next to the user to find more information about status.

  5. When you’re done, click Save.

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To have users install the app themselves

  1. Users click the Settings button , and then click Apps for Dynamics 365 apps.

  2. In the Apps for Dynamics 365 apps screen, under Dynamics 365 App for Outlook, users click Add app to Outlook.

Note

Users can also disable or remove the add-in themselves, if needed. For more information, see the Dynamics 365 App for Outlook User’s Guide.

To deploy to Dynamics 365 for Customer Engagement apps (on-premises) users

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Follow these steps if you're using Dynamics 365 for Customer Engagement apps (on-premises).

  • Configure your Dynamics 365 for Customer Engagement apps server for Internet-facing deployment. See Configure IFD for Microsoft Dynamics 365 for Customer Engagement apps.

To deploy to Dynamics 365 apps (on-premises) users

Follow these steps if you're using Dynamics 365 apps (on-premises).

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  • Configure your Dynamics 365 apps server for Internet-facing deployment. See Configure IFD for Microsoft Dynamics 365 apps.

  • If you are using Dynamics 365 apps (on-premises), you need to enable OAuth on the Dynamics server, and register the Dynamics 365 App for Outlook with ADFS. You also need to make sure that OAuth us enabled for Exchange. See Configure Windows Server 2012 R2 for Dynamics 365 apps that use OAuth.

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Troubleshooting installation problems

If you or your users have trouble installing Dynamics 365 App for Outlook, it may be because their Exchange mailbox is currently linked to another Customer Engagement organization. An Exchange mailbox (email address) can only synchronize appointments, contacts, and tasks with one organization, and a user that belongs to that organization can only synchronize appointments, contacts, and tasks with one Exchange mailbox. You can overwrite the setting stored in Exchange if you want to change the primary synchronizing organization. For more information, see this KB article.

If your organization is using a custom EWS URL on your Exchange Online configuration (in place of the default https://outlook.office365.com), Dynamics 365 App for Outlook is not supported.You will receive the message Sorry, something went wrong. Please try again, or restart the application. Error code: Error_Message_0x80070000 when you use Dynamics 365 App for Outlook in Outlook Desktop and Outlook Web Access.

Explore the User’s Guide and train your users

To learn how to use Dynamics 365 App for Outlook, see the Dynamics 365 App for Outlook User’s Guide.

See Also

Dynamics 365 App for Outlook User's Guide
Read more details about supported clients in this blog: Dynamics 365 App for Outlook Support Matrix
Set up server-side synchronization of email, appointments, contacts, and tasks
Add users, licenses, and security roles
Add interoperation features to Microsoft Dynamics 365 apps